Sky puck not working

[JJ59]

Hi, my sky puck, received yesterday appears to be not working. 'Sky' is on the screen but I can't go to home with the remote. The puck has a red light showing. Any help appreciated.

[Shelagh61]

My sky glass is the same it's due to the bad weather 😩 will run properly once the wind and calms down 

[MarkGoldsmith]

@JJ59  if you haven't tried already turn it off at the plug for several minutes, before turning it back on and see if that allows it to boot up correctly.

[Peter724]

I connected first time yesterday and enjoyed Sky Stream all today. Suddenly this evening I cannot load anything. I thought Sky Stream was not affected by bad weather?

[MarkGoldsmith]

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@Peter724 wrote:

I connected first time yesterday and enjoyed Sky Stream all today. Suddenly this evening I cannot load anything. I thought Sky Stream was not affected by bad weather?

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It isn't affected by bad weather, unless of your the bad weather is affecting your broadband speed or WiFi signal.

I'd suggest unplugging the puck for 30 seconds before plugging it back in to reboot it and see if that helps.

if you notice this issue still happening it's possible that your WiFi signal strength isn't strong stable and consistent, which is a requirement for the sky stream puck, unlike most other devices (if you are connected by WiFi) . if it continues to happen after the reboot and you are connected by WiFi I'd suggest testing by Ethernet cable and ensuring you disabling the WiFi on the pucks settings and also reboot the device with another 30 seconds unplugging to ensure it picks up that the WiFi is disabled. Without disabling the WiFi it will keep defaulting back over to it. A lot of peoples home WiFi setup may not be realible enough as the standard routers that come with most ISPs (sky included) are generally cheap basic routers that will tend to drop out on occasions which whilst most devices can hope with this the sky puck can't as it needs to stay connected to the sky servers or it crashes.

[Peter724]

Thank you Mark. The unplugging worked!  However I think I will get Sky to reinstall their Broadband closer to my TV and the puck (it's currently 7m away in a cupboard). I am a new Sky customer. They persuaded me that a WiFi connection was fine. 

[MarkGoldsmith]

WiFi connections may be fine but Sky can't actually guarantee it will be as there are a number of things in a property that will affect WiFi signal strength and also causes interference that can weaken the strength of the signal. 

Unless you also have Sky WiFi Max where they guarantee WiFi signal throughout your house and do this by providing you with much better equipment than the standard routers they provide.